Sometimes better decisions follow when you know what your customers want or need or can do. This knowing need can be particularly strong now, as purchase patterns and habits are in locked-down change.
The question is, then, are your knowledge needs unique or are they ones likely to be faced by others too?
If your decision-need problem or circumstances are unique, a specifically written survey may answer your insights needs.
If what you need to know is likely to be needed by others too, there may be a cost-effective option to writing your own unique survey. That option can be to use an existing relevant survey and tweak it to your specific needs.
We’ve found commonalities in knowledge needs now, in this unusual time.
If customer satisfaction is a key performance indicator, it is worth measuring most effectively.
Online surveys measuring customer satisfaction can be undertaken quickly, but we have found that if we wait for six or more days before closing, we get more accurate customer satisfaction measures than if we close after 48 hours.
The difference can be, as an example, from a customer satisfaction measure of 55% very satisfied on day 1 to 68% being very satisfied after six or more days.
This short (ninety second) video details more, about more effective customer satisfaction measures.
Recently, we measured the value and the effectiveness of three different to-customer communications channels.
The client was concerned about the budget for each – and their value for money.
We questioned their customers about what channels of information to stimulate query and purchase they saw as most effective and of most value to them.
The answer surprised.
Customers reported that calls in were more often stimulated by the newsletter than by the outbound contacts.
This example may be client-specific and industry-specific, but shows the value of testing channels and customer preference to identify your more effective communications approaches in terms beyond the immediate sales response.